Return Shipping Label from Mexico to London is a nightmare, Help Needed!

[2756antonio]

Hello 

Have a problem with a buyer that took advantage of the buyer money back guarantee policy over a jacket that had not fault except having had sleeves slightly shortened at time of buying,

He filed a claim as item not as descripted, in initial messages admitted the jacket is new but it turn out be a collector and he has a different agenda then just wear it, and understood was being smart when he admitted wanted keep the jacket but with a partial refund.

The problem is the international shipping; i live in London and buyer is in Mexico and buying a return label from here is a nightmare, crazy expensive quote but also i need details from the buyer that i don't have.

Contacted the buyer also asking to buy the return label and would refund by PayPal but it stopped replying to  messages.

Ebay CS is totally unhelpful and made clear that the buyer always win cases covered by MBG protection and if don't attach the label very likely he keep the item and get the refund. 

I can see the option confirm i can't send the label, on selecting that will be ebay to provide the label??

that would be the only choice for me as the customer is not cooperative and i cannot organise a return shipping personally from Uk.

Please any advise is appreciated, i spent 3 full days trying to find a solution, thanks.

[silverstatetreasureboxes]

@2756antonio 

      If I were in this situation, I would have given the buyer the partial refund. That jacket has been altered as you stated. It is not the original measurements as the sleeves were shortened. Buyer may have acted clownish about the deal but I believe they were within their right. It might prove to be cheaper just to have issued the partial refund , block, and move on.

[ittybitnot]

@2756antonio 

Though you have been likely redirected to the US board we can only advise what happens here in the US. 

There are many instances where a seller is unable to purchase or send any sort of return label for an international sale.  In these instances ebay expects you to SEND MONEY to the buyer for the return shipping cost via PayPal, even if you are in Managed Payments.    This is expected whether your buyer cooperates or not. 

eBay will not supply the label to the buyer and bill you for same. 

If you do not fund the return before it is escalated, eBay will close the case in the buyer's favor and allow them to keep the item for free "because you failed to provide a return shipping label."  

Indeed you are 'between a rock and hard place' here.  Try to get some help from eBay CS in your location, but you must be diligent in responding to that case in the allotted timeline. 

[2756antonio]

"In these instances ebay expects you to SEND MONEY to the buyer for the return shipping cost via PayPal, even if you are in Managed Payments.    This is expected whether your buyer cooperates or not. "

Thank you for your reply, understood but what is the course of action then for make the buyer buying the label if he is not cooperating?

Should select the option confirm i can't send the label? will this pass the responsibility in buying the return label?

I'm prepared to pay the refund the cost but paypal of course, but as i said buyer he is not answering.

[2756antonio]

No doubt a partial refund would have been less stressful, but it was more of a principle as he was difficult before and after the sale. 

this is the first time had both a return request AND had to send the parcel internationally in Mexico.

Few lessons learned here including starting to exclude shipping in some countries.

[silverstatetreasureboxes]

@2756antonio 

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@2756antonio wrote:

No doubt a partial refund would have been less stressful, but it was more of a principle as he was difficult before and after the sale. 

this is the first time had both a return request AND had to send the parcel internationally in Mexico.

Few lessons learned here including starting to exclude shipping in some countries.

---

Understand Antonio, start listing those blocked countries starting with Mexico!

[ittybitnot · Accepted solution]

but as i said buyer he is not answering.

Buyers are not required to "cooperate" with you.  There is little incentive for them to do so since their chances for getting the item for  free are likely better if you take too long.    You perhaps need to research the cost of the parcel (by weight etc.) back to you on the net to determine what you send.  You are going to have to contact someone in your local ebay on how to proceed. I would advise NOT clicking on anything until you know if the "can't send label option" allows you more choices OR automatically refunds the buyer without requiring a return at all 

Here is the page of information from the US site, which does not address your particular issue. Perhaps the info is more explicit on the UK site. 

https://www.ebay.com/help/selling/managing-returns-refunds/return-shipping-sellers?id=4703&st=3&pos=...

[pjcdn2005]

Clicking on can't send label does not absolve you of responsibility of paying for a return label.  It does generate a message to the buyer that you can't send a label.  I think (but am not sure) that might give you some extra time to figure out how to price out shipping.